Amar Ghazali

• Acted as the single point of contact for Run Delivery activities, ensuring seamless service delivery and meeting contractual SLAs (e.g., Incident TTR, Availability, RCA, and Change success)
• Collaborated with cross-functional teams to enhance service quality and ensure business continuity by maintaining effective Business Continuity Plans (BCPs)
• Led service delivery reviews, customer account reviews, and continual service improvement (CSI) initiatives to drive operational excellence and innovation
• Managed cost optimization by aligning labour and technology expenses with the Plan of Record (POR) and achieving year-over-year cost reductions to meet corporate margin targets
• Coordinated with Delivery Leads, Account Delivery Leads (ADLs), and 3rd party vendors to ensure high service standards and timely escalation and resolution of critical incidents
• Oversaw production sign-off processes, ensuring readiness and service restoration capabilities aligned with SLA requirements
• Provided strategic recommendations for infrastructure and service improvements to maintain operational stability and foster customer trust

• Lead and driving few key projects for DXC ITO Cloud Service line within ASIA region
• Work with various leaders and stakeholders including, Account Delivery Leads, Account Run Leads, and Technical SPOC to Kick Off, Drive, Facilitate and govern project milestones within ASIA Region
• Involved as technical SME for Critical Incident, Outage, change technical review, Problem management, Identify Automation Opportunity, Project deal, process improvement and tools consultation within region & capability / technology I supported
• Analyse performance, efficiency, gap and provide constant feedback on DXC Platform X AIOPS asset as part of project deployment, implementation also create a Web base Short educational course to DXC employee (regional)

List of Project which I lead & participated:

• Configuration Management Database (CMDB) Consolidation project
• (EOL) End of Life HW/SW Product Mitigation Project
• Storage firmware Upgrade Project & Governance
• SACM (System Asset Configuration Management)
• SRP for SACM (Storage Readiness for SACM)
• Platform X / AIOPS
• Certificate Management tools adoption Project
• Community Of Practices initiative

• Managed operational delivery of Storage services, ensuring alignment with contractual SLO/SLA and meeting customer requirements
• Oversaw day-to-day operations, ensuring adherence to ITIL/ITSM framework, processes, procedures, and best practice SOPs
• Drove continuous service improvement plans and facilitated cross-functional collaboration within delivery and project scope
• Acted as a key point of contact for customer and management escalations related to delivery team performance
• Provide regular status reports on the environment, presenting updates to all relevant stakeholders

• Served as SAN Storage Technical SME under the Global Capability Standard Lead, defining best practices and operational standards for storage technology across Global HPE delivery centres
• Acted as a key member of the Global Rapid Response Team, providing critical support during crisis / escalation of high severity incident
• Applied advanced subject matter expertise to resolve complex business and technical challenges
• Contributed to the development of new ideas, processes, and standards to transform and enhance service delivery practices
• Led and provided expert guidance to functional Delivery Run teams and cross-functional initiatives
• Mentored and provided technical leadership to junior employees, fostering skill development
• Advised on process improvements and policy establishment to enhance efficiency and service quality
• Run a governance initiative to ensure compliancy on Firmware Version and mitigation risk of EOL products

• Served as Delivery Lead for the Storage team, supporting one of HP Enterprise's largest customers with global presence
• Led proactive availability management to ensure high service availability in line with SLA contracts
• Coordinated efforts between the Reactive Service Team and Availability Assurance Team to minimize outages and meet SLA targets
• Collaborated with the Technical Configuration Lead to optimize Key Production Environment (KPE) systems, ensuring minimal disruptions and avoiding penalties
• Conducted infrastructure reviews to validate patching, security, hardware redundancy, and compliance with contractual availability SLAs
• Oversaw capacity and performance assessments, providing monthly updates and recommending remediation actions to maintain service availability
• Led collaboration meetings with Availability Assurance Team members to track SLA compliance and drive service improvements

• Work as Deep Technical Support Engineer for SAN Storage technology, supporting one of HP Enterprise's largest clients globally
• Led proactive availability management, ensuring high service availability in compliance with SLA contracts
• Participated in stability and CSI project workshops (NGDM) to enhance service delivery, contributing to the account's HP President Quality Award win
• Managed high-severity incidents and complex storage issues, planning and implementing changes while providing proactive capacity forecasting
• Acted as Single Point of Contact (SPOC) for collaboration projects, ensuring seamless coordination between Operations teams, vendors, and technology towers
• Conducted end-to-end operational process reviews, identifying gaps and implementing improvement plans to enhance efficiency
• Provided technical and process coaching to junior team members, fostering skill development and operational excellence

• Served as Storage Run and Maintain Engineer at T-System, supporting global storage production operations for 1 of the biggest Oil & Gas enterprise customers
• Managed daily incident resolution, break-fix activities, and proactive SAN environment monitoring to ensure system stability
• Acted as a Change Implementer, planning, coordinating, and executing changes to restore SAN redundancy and resolve service interruptions
• Conducted storage performance analysis and tuning, ensuring optimal SAN performance to maintain customer trust and satisfaction
• Collaborated with vendors and cross-functional support teams to troubleshoot and resolve complex storage incidents efficiently

• Served as Storage Operations Support Engineer for Citibank Storage Infrastructure Operation Team
• Provided remote support for SAN, including storage zoning, provisioning, allocation, and deallocation
• Planned and executed new hardware rollouts, data migrations (via remote copy), capacity planning, and system upgrades
• Conducted storage performance analysis and generated monthly review reports to ensure optimal system efficiency
• Participated in weekend change activities, supporting system updates and maintenance to minimize business disruption

• Provided 1st and 2nd level operational support for backup and storage technology in HP's global shared account
• Focused on managing the Incident Management lifecycle, including escalations from Level 1 support engineers and handling service calls for restoration
• Processed work order requests for storage port allocation, zoning, and LUN presentation, as well as managing decommissioning tasks
• Conducted basic capacity planning and monitoring, ensuring media availability to meet daily, weekly, monthly, and yearly backup success targets
• Analysed incident trends, events, and highlighted recurring issues to the L3 team for permanent resolutions
• Collaborated with cross-functional teams to resolve high-priority incidents and minimize system downtime